The Origin Reformer (Express Delivery)

Contact Information

• Website: oshun-studios.com
• Email: hello@oshun-studios.com

Overview

Oshun Studios is committed to providing the best customer service in the Pilates equipment industry. Our goal is to make your shopping experience as easy as possible and ensure that you are 100% satisfied with your purchase. We strive to meet your expectations at all times.

Cancellations of Custom Orders (Bespoke Pilates Equipment)

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. These units are custom-made to your specification or created once you order. Your warranty will guarantee you a fully functional and operational product.

All sales are final for Custom Made and Bespoke products.

30-Day Satisfaction Guarantee Return Policy

Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.

1. Notification of Return: You must notify us of your intent to return within 30 days of the delivery date.
2. Restocking Fee: There is a 15% restocking fee.
3. Return Conditions: Our return policy applies to cancellations made after an item has been physically shipped or refused at the time of delivery.
4. Refund Process: We will refund the product price minus any applicable fees and charges. Original shipping charges are non-refundable. Refunds will be applied to the same payment method used for the original purchase.
5. Return Shipping Charges: You are responsible for any return shipping charges.
6. Inspection of Returns: Refunds are only issued after returned items have been received and inspected. If a returned item is damaged during transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.

Items That Cannot Be Returned

• Bespoke, custom orders, and personalized orders.
• Products eligible for parts under manufacturer warranty.
• Products that have had their original manufacturer packaging opened.
• Products that have been removed from their original manufacturer packaging.

Return Procedure

1. Submit Return Request: All return requests must be submitted in writing and sent to hello@oshun-studios.com.
2. Return Approval: If your return is approved, you will receive an email from us with return instructions.
3. Packaging and Shipping: Securely pack all returned items in the original packaging and include any other paperwork requested in the return approval email. We recommend taking a picture of the package and/or the item before shipping.
4. Shipping: We will either provide you with a return shipping label, or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered by an LTL freight carrier, you need to ensure the box is put on a pallet and schedule a pickup with an LTL freight carrier. Please provide us with the tracking number.
5. Inspection and Refund: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.

Cancellations

• Free Cancellation: You can cancel your order free of charge up to 48 hours after the order was placed, provided the order has not been physically shipped.
• Cancellation Fee: All unshipped orders canceled after 1 hour are subject to a 5% cancellation fee due to costs incurred from our credit card processing company.
• Shipped Orders: If your order has been shipped, the standard return procedure applies. Refunds will only be issued to the original credit card used when placing the order.

Pre-Orders

• Out of Stock Notification: If the product you purchased is out of stock at the time you placed your order, we will notify you via email as soon as possible and give you the ETA as well as other available options.
• Alternative Products: If you can't or don't want to wait, you can choose an alternative product. We will either charge or refund you the difference, update your order, and ship the alternative product.
• Cancellation of Pre-Order: If you choose to cancel your order after confirming your pre-order, and it still hasn't shipped, a 5% cancellation fee applies. If the pre-order product has shipped, the normal return policy applies.

Damaged Merchandise

• Reporting Damage: In the event of damage to your product during shipping, please contact hello@oshun-studios.com to arrange for replacement and pick-up of the damaged item.

Defective Merchandise

• Warranty: Most of our products come with at least a 1-year manufacturer's warranty. Please let us know if you discover any manufacturer's defects, and we will help you get parts or replace the product at no additional cost.

Important Notes

• Customer Responsibility: It is the customer's responsibility to return the product to the correct warehouse in new condition and in the original packaging. We strongly suggest obtaining a tracking number for the returning item(s) and purchasing shipping insurance.
• Unacceptable Returns: If the product is received in a condition we deem unacceptable, we reserve the right to deny your return. If we received the item damaged, you may file a claim with your shipping company. If the item is used, you may choose to have it disposed of or returned at your expense.
• Retention of Damaged or Used Items: Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
• Inspection Time: Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund.

Exchanges

• Returns: Accept returns for both defective and non-defective products.
• Exchanges: Not accepted.

Product Condition & Window

• Product Condition: New only.
• Return Window: 30 days.

Method & Fees

• Return Method: By mail.
• Return Label: Download and print, no cost.
• Restocking Fee: 15% of the product price.
• Refund Processing Time: Refunds are processed within 10 business days after the returned item is received and inspected.

Questions?

• Email us at hello@oshun-studios.com for any questions or concerns regarding our return policy.

By shopping with Oshun Studios, you agree to our return policy terms and conditions. Thank you for your understanding and cooperation.

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos of damage, box and SKU, along with a brief description of the damage to hello@oshun-studios.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

Detailed Warranty

• Oshun Studios products: 3 years
• Merrithew: 2 years
• Elina Pilates: 10-year warranty for the structure and a 2-year warranty for the rest of the parts

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival and not reported within 30 days, that is not a warranty claim.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact Us

For questions or further assistance, email us at hello@oshun-studios.com.

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